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Universal Routing Solution
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Genesys Suite enables businesses to integrate all
communications channels - phone, e-mail and Web - into a
common framework to provide a unified "face" during
every customer interaction. To assist business planning,
Genesys collects and manages real-time customer
information gathered during customer interactions.
Genesys Modules are compatible with most available PBX/ACD
switches TDM as well as Voice over IP (VoIP). Genesys
software operates in all types of network environments
and easily integrates with a wide range of enterprise
software applications. Genesys provides the management
framework through which every communication event can be
intelligently routed throughout an organization. Some of
the advantages of Genesys solutions include: |
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•Ability to manage all interactions consistently;
•Complete data sharing enterprise-wide, eliminating
information silos;
•Real-time, 360 degree view of all contacts;
•Ability to personalize interactions;
•A single image of company to the customer, regardless
of contact point;
•Can be integrated with most CRM application using a
pre-built adapter;
Genesys Voice Platform
Genesys Voice Platform (GVP) solution is designed to
provide advanced voice self-service functionality for
customer contact management. GVP extends automated
self-service beyond the limits of traditional IVR
capabilities and transforms the phone from a simple
communications device into a powerful information tool
available to customers around the clock. GVP supports
Text To Speech, Automatic Speech Recognition and Voice
verification features with multiple languages.
Enterprise Routing Solution
Genesys Enterprise Routing Solution (ERS); ERS balances
the delivery of an enhanced customer experience with
today's necessary operational efficiencies. Customer
data and interaction history and determined business
priorities are used to make real-time contact center
routing decisions. Each interaction is delivered along
with relevant information to the right available agent
to effectively meet customers' needs or to engage them
in a new sales opportunity.
ERS allows an enterprise to manage its customers'
requests as one universal queue, distributing
interactions of all types, according to the current
state of the customer and the business.
Outbound Contact Solution
Genesys' Outbound Contact solution allows companies to
proactively and efficiently contact customers. With
Outbound Contact, contact center managers have the tools
to manage the calling process to drive sales and improve
customer satisfaction.
Internet Contact Solution
The Genesys Internet Contact solution offers companies
an integrated approach to manage interactions in their
multi-media contact center. With the Genesys solution,
companies can support a variety of Internet-based and
e-mail media channels with a single management
infrastructure.
Workforce Management
The Genesys Workforce Management solution provides the
planning, forecasting, scheduling, and analysis tools
any company needs to align its workforce strategy with
its most critical business objectives.
Genesys Express
Genesys Express Packages: provide voice or email
assisted agents services with the full routing and
limited desktop features. Genesys Express bundles are
geared for small to mid sized businesses.
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